Casheika C. Moses
Landover
Summary
Dynamic Senior Director with extensive experience at The Baldwin Group, excelling in client experience management and operational efficiency. Proven track record in risk analysis and team mentorship, leveraging expertise in insurance lines and management systems to drive revenue growth and enhance client satisfaction. Strong leadership and analytical skills ensure optimal performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Director, Client Experience
The Baldwin Group
Bethesda
07.2021 - 09.2025
- Supervised operations within Mid-Atlantic Region's, Commercial Lines Department, ensuring efficiency and compliance.
- Managed Directors, Client Experience Leaders, Team Leads, Client Executives, Client Managers, and Client Service Specialists across the Mid-Atlantic Region.
- Created and modified standard operating procedures to enhance departmental performance.
- Identified and analyzed risks associated with standard operating procedures for risk mitigation.
- Motivated and mentored team members to foster professional development.
- Provided technical support to Sales Team in analyzing client needs and preparing coverage forms.
- Coordinated inside service for new and existing clients, focusing on sales and account development.
- Ensured department met monthly, quarterly, and annual revenue budgets.
Senior Manager of Client Services
Clements Worldwide
Washington
11.2019 - 01.2021
- My responsibilities included but were not limited to supervising the operations within the Commercial Lines, Personal Lines, and Partner Services Departments.
- I managed the Team Managers, Account Managers, Account Managers Assistants, Client Services Specialist, Client Services Associates, Claims Concierges, and the Processors, located in Washington DC and London.
- I created, implemented, and modified the standard operating procedures within the departments.
- I identified and analyzed risks associated with the standard operating procedures.
- I motivated, developed, and mentored the teams.
- I provided technical support to the Sales Team, specifically in analyzing client needs, coverage forms and quotations.
- I also provided technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving as well as managed a book of business.
- I was also responsible for ensuring that the departments met its monthly, quarterly, annual revenue budget.
Commercial Lines Client Services Manager
Clements Worldwide
Washington
04.2018 - 11.2019
- My responsibilities included but were not limited to supervising the operations within the Commercial Lines Department.
- I managed the Account Managers, Account Managers Assistants, Claims Concierges, and the Processors, located in Washington DC and London.
- I created, implemented, and modified the standard operating procedures within the departments.
- I identified and analyzed risks associated with the standard operating procedures.
- I motivated, developed, and mentored the teams.
- I provided technical support to the Sales Team, specifically in analyzing client needs, coverage forms and quotations.
- I also provided technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving as well as managed a book of business.
- I was also responsible for ensuring that the departments met its monthly, quarterly, annual revenue budget.
Director, Commercial Insurance
RISQ Consulting
Anchorage
06.2016 - 04.2018
- My responsibilities included, but were not limited to ensuring the agency efficiency through continuous process improvement efforts, effective utilization of automation implementation monitoring, and elimination of backlog techniques.
- I provided support to full utilization of technology to improve sales, customer service and agency efficiency.
- I dealt directly with employees and managers on issues concerning procedure formulation.
- I helped developed standard operating procedures and implemented the use of them.
- I developed and maintained an audit process to assure compliance with agency policies and procedures.
- I monitored the workflows to help avoid delays in processing.
- I developed a department training program and provided technical answers and resources on insurance or procedural questions.
- I was responsible for hiring and terminating Commercial Team Coordinators, Account Managers and CSR's.
- I was also responsible for establishing and delivering the Commercial Insurance revenue budget, while maintaining direct operating costs in line with company expense ratio.
Commercial Lines Account Manager/Team Coordinator (Supervisor)
RISQ Consulting
Anchorage
12.2013 - 06.2016
- My responsibilities included but were not limited to working as the team coordinator, approving weekly time cards for support staff, coordinating absences of team members, completing performance evaluations, performance plans, assigning accounts, and work assignments to the account managers and/or customer service representatives on the team.
- I worked with the team to resolve any and all issues as well as managing a book of commercial lines accounts.
Commercial Lines Account Manager
Dorian Insurance Agency
Hawthorne
04.2013 - 11.2013
- I was responsible for managing the commercial lines book of business.
- The premium size of the book of business I managed was 2.5 million dollars.
- The account revenue size range from $500 to $150,000.
- The types of business I handled ranged from habitational to contractors to retail businesses to trucking and hard to place risk.
- The duties ranged from processing certificates of insurance, insurance identification cards, endorsements, processing renewals, up-selling, quoting, billing, collections.
- I assisted in the re-marketing of accounts due to cancellations, non-renewal or annual account review for better pricing.
Training Support Analyst
INT Technologies
Carmel
06.2010 - 11.2012
- I was contracted with Wells Fargo Insurance Services on a national conversion project from the legacy systems to the Nexsure platform.
- My initial responsibility was to perform training in the office and via the internet.
- I transitioned into the Training Support Analyst position later on.
- My duties included, but were not limited to administrative support to the training team, which included creating and maintaining spreadsheets, word documents, and training manuals.
- I also was responsible for testing the Nexsure training environments, manually updating the Nexsure eLinks, creating test clients, processing feedback forms, researching and providing feedback to clients and trainers regarding questions they had, reporting and troubleshooting system/user errors.
Small Business Account Executive/Technical Field Consultant
Selective Insurance Company
Carmel
04.2006 - 06.2010
- I was responsible for marketing and underwriting Small Business Products with a binding authority for Premiums that were $25k or less.
- The product lines included, but were not limited to BOP, Property, General Liability, Commercial Auto, Error & Omissions, Umbrella Policies, and Excess Liability.
- The specialty programs included but were not limited to contractors, restaurants, beauty salons, doctor's offices and many other small business markets.
- I was also responsible for training and troubleshooting of problems for a select group of agencies throughout the Northeast part of the United States.
- I participated in system enhancement, design testing and implementation.
- I assisted the agents as the Agency Management Specialist in effectively utilizing the automation tools to support regional and corporate goals and initiatives.
Commercial Lines Account Executive
Goodhart National Gorman Agency
Yonkers
01.2004 - 04.2006
- I was responsible for managing a 5 to 10 million dollar premium book of insurance business.
- My duties included but were not limited to, processing renewals, processing endorsements, quoting new business, issuing new business, and marketing, invoicing, communicating with other agencies, insurance companies, as well as building relationships with both clients and the company representatives.
- I worked with the following insurance carriers and wholesalers: Hartford Insurance Company, Tower Insurance Company, Utica Insurance Company, LoVullo Associates, Chubb Insurance Company, Seneca Insurance Company, Seneca, QBE Specialty Insurance Company, and Harleysville Insurance Company.
Commercial Lines Account Representative
Ulico Casualty Insurance Company
Valhalla
07.2001 - 10.2003
- I was responsible for processing endorsements, preparing policies for typing, quoting new business, issuing new business, communicating with brokers and agents, rating new business, rating renewal polices, and worked on a variety of special projects.
Education
Some College (No Degree) - Business Administration
Centenary College
Hackettstown, NJSkills
- Microsoft Office Suite proficiency
- EPIC software expertise
- AFW and AMS360 knowledge
- Sagitta management
- Insurance systems oversight
- HawkSoft proficiency
- Commercial insurance expertise
- Surplus line market knowledge
- International employee benefits administration
- Lloyd's of London experience
Certification
Maryland Property & Casualty Producer License
Certified Insurance Service Representative (CISR) Designation
Timeline
Senior Director, Client Experience
The Baldwin Group
07.2021 - 09.2025
Senior Manager of Client Services
Clements Worldwide
11.2019 - 01.2021
Commercial Lines Client Services Manager
Clements Worldwide
04.2018 - 11.2019
Director, Commercial Insurance
RISQ Consulting
06.2016 - 04.2018
Commercial Lines Account Manager/Team Coordinator (Supervisor)
RISQ Consulting
12.2013 - 06.2016
Commercial Lines Account Manager
Dorian Insurance Agency
04.2013 - 11.2013
Training Support Analyst
INT Technologies
06.2010 - 11.2012
Small Business Account Executive/Technical Field Consultant
Selective Insurance Company
04.2006 - 06.2010
Commercial Lines Account Executive
Goodhart National Gorman Agency
01.2004 - 04.2006
Commercial Lines Account Representative
Ulico Casualty Insurance Company
07.2001 - 10.2003
Some College (No Degree) - Business Administration
Centenary College